real time analyst – banking hr contact centre in parramatta

job type
AU$ 40 per hour
apply now

job details

parramatta, new south wales
job category
call centre & customer service
job type
working hours
AU$ 40 per hour
reference number
00 00
apply now

job description

Launch your career within banking and financial services as a Real Time Analyst in a human resources contact centre. Utilise your real time analyst skillset in the fast paced, dynamic environment of a big four bank.

Your new company

Earn a role within the Human Resources arm of a company renowned for leading the Australian Financial Services space. Your contact centre will be servicing the 55 000 existing national and international employees of a big four bank, as well as enquiring applicants. Work alongside individuals responsible and passionate about facilitating the people function of a large organization. Oversee a team of employees driven by a commitment to guide and assist exceptional talent.

Your new role

  • Take responsibility of real time scheduling, analysis and change management
  • Oversee the real time management of operational processes and resources across three channels – phone lines, online chat and forms
  • Monitor phone queues and service levels in real time to identify if additional resources or resource movement is required
  • Track, report and call out real time anomalies and adherence issues
  • Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed
  • Process and effectively communicate to management any roster, scheduling and/or time off requests
  • Optimize scheduled breaks and lunches based on changing resource requirements as well as perform trend analysis for absenteeism and schedule adherence
  • Liaise and collaborate with management and other internal clients to build relationships and operate efficiently
  • Implement and pay close attention to compliance and quality assurance procedures

Your skillset and experience

  • Must have one year’s experience as a Real Time Analyst in a contact centre / call centre
  • Excellent verbal and written communication skills
  • Decision making skills, problem solving and analytical skills and ability to take on a fast paced workplace
  • Your interest in balancing the needs of the business and of your employees is needed

Your benefits

Shape your career within a big four bank by showcasing your competent skillset in being a Real Time Analyst and enjoy opportunities beyond this temporary role. Your new team is a collaborative, high functioning team that values performance based on integrity and quality. Enjoy the convenience of an office just minutes from Parramatta Station.

Your next step

To launch your career, click ‘apply now’ or contact Nayomi, Consultant on 8215 1037.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


real time analyst, contact centre, call centre, manager


no specific qualifications required

educational requirements

Secondary School/High School